Process Management Consulting

Using Process Management to Achieve Sustained Excellence in Your Business

At a high level, process management refers to the set of tools needed to strategically and operationally document, measure, monitor, and control key organizational processes.
Process management provides a structure for achieving challenging business goals by providing for ongoing oversight, management, and accountability of complex, end-to-end, cross-functional processes.

Process management provides:

• Alignment and synergies with business goals and customers
• Consistent quality and service for the customer
• A way to link process performance and quality measures to strategic objectives
• Focus and direction for process improvement activities
• Structure for sustaining and building upon organizational and
  process improvements

With the successful application of process management:

• Customer satisfaction rises
• Profit margins increase
• Operational discipline improves and operational risk declines
• Organizational management and oversight improves
• Execution increases
• Productivity improves
• Organizational knowledge and memory is utilized more effectively
• Organizational flexibility and adaptability to change increases

The methodology consists of a structured approach and a set of tools called the Process Management System that allows organizations to strategically organize and manage a business over time. A process management system lays the foundations and architecture for identifying the critical areas the organization needs to improve, and a process for managing and sustaining the improvements in a systematic way.

When work is viewed from a process lens, it can be repeated consistently, measured, managed, and improved. This applies to all work, whether repetitive or “one-of-a-kind.” Similar to a healthcare surveillance system that monitors multiple sources for any sign of a potential problem, a process management system should be designed to take the pulse of everyday work, constantly looking for small, incremental improvements in a cohesive and comprehensive manner.

The Oriel Process Management Model is a five-stage approach that involves:

• Designing the process management system.
• Operating and using the system to analyze process performance.
• Improving the processes where necessary using Lean, DMAIC, and DMADV methods.
• Sustaining process improvements with effective communication tools.
• Aligning the process through the usage of change management techniques.

Unlike other process management methodologies, the Oriel approach uses a “wheel” with the Align stage in the center. The wheel is designed without a specific beginning and end—to be continually used to improve the organization, either incrementally through real-time process improvements or more substantially through the implementation of Lean Six Sigma and other process improvement programs.

The Design stage of process management puts in place the components required for a successful system. Each of the five activities within this stage works in concert, akin to a set of cogs moving in a linked, nonsequential way

• The Document Key Processes step is designed to establish common terminology and standards, and be targeted at overall consistency.
• Create Organizational Roles defines the role of the process and subprocess owners and the process management team, and determines how often the team meets and what documentation needs to be produced and maintained.
• Implement Enabling Technology determines what technology needs to be in place to store, access, analyze, and report on processes.
• By Establishing Performance Requirements, a business ensures that common standards and goals are in place and exploits approaches such as the Theory of Constraints.
• The Develop Measurement System step is designed to monitor processes over time—not necessarily all at once, but more like building a house that steadily becomes more efficient and effective.

Operate makes the house work. It establishes the types of data that are required for optimal process management, where this data is found. This stage facilitates the creation of analytics and reports to process owners and management. These can be in the form of dashboards, which provide easy-to-interpret visuals and drill-downs of processes from the highest to the lowest level of detail. The Operate stage deals with the collection of data, analysis of processes, production of reports and dashboards, and selection of improvement projects.

The Operate phase enables real-time analysis of process performance, including the use of simulators, NVA/VA, yield, cycle time, and other forms of measurement that suggest the potential for better returns. Operate also facilitates the selection of improvement projects. The questions to be asked at this stage are: Where are the critical improvement opportunities in my process? What data is required and what tools should be used to make a decision on where to focus?

The Improve stage utilizes Lean Six Sigma and other process improvement methodologies to improve process effectiveness and efficiency. Tools used in this stage include DMAIC, DFSS, and Lean/rapid improvement.

The Sustain stage deals with the activities needed to sustain and replicate improvement gains. Tools used in this stage include process management charts and storyboards.

Our process management methodology provides an end-to-end set of tools for achieving business excellence and includes a customized toolkit to guide you step-by-step as you design and implement your process management system.

Oriel's Process Management Consulting services can be customized to meet your specific requirements and to integrate with your organization's business objectives. We also provide flexible licensing options and Train the Trainer instruction for all our Six Sigma material. Please call us today to learn more.

For Process Management Consulting and Training Course information and Course Agendas click here.

1. Developing the vision of how the organization will operate once you have implemented process management
2. Developing an implementation plan
3. Identifying and mapping processes at all levels
4. Developing and implementing cascading measurement systems at all levels including the identification of key business measures and the development of dashboards
5. Designing and implementing a process review program and the organizational structure to support process management and continuous improvement
6. Coaching for Coaches, Champions, Process Owners and steering committee members